Returns Policy

What is your returns policy?

At Ivor Mairants Musicentre, we want to make sure you're 100% happy with your purchase. We will be happy to discuss any aspect of your purchase with you BEFORE we ship. Please be aware of our returns policy - it could save you time and money later!

Which items can I, or can't I return?

Under Distance Selling Regulations, you have 14 working days in which to cancel your order from when the goods have been received. Certain goods, such as special order goods personalized and modified items or goods ordered to your own specification, sealed goods such as instrument strings or cleaning products are not supplied on our usual approval terms. For hygiene reasons, we are unable to accept returns of blown instruments.

Before delivery

It is possible to cancel your order if you change your mind? Your written letter or email of cancellation must be received by us prior to processing. If the goods have left our premises and been consigned to you by whatever method, cancellations received by us prior to delivery to the nominated address will incur all redirection charges plus an administration and restocking fee of 15% of the nett goods value, excluding V.A.T. which will be deducted from your refund.

Any questions?

After delivery

You have the right to cancel your order within 14 working days from delivery. We must receive your notification of intention to cancel, in writing, within 14 working days of. carrier’s proof of delivery record. You can return most items (see above for exclusions) as long as they're ‘as new', which means unused, undamaged and complete with all parts and accessories. If you've opened the box to examine the product it must have been done without damaging the packaging or the product in anyway and must be repackaged for return shipment in the original shipping cartons provided. Loss, fault, or damage must be advised to us within three (3) days of the date of the carrier’s proof of delivery record. Claims outside this period will be unable to be considered.

Collection and refunds

Once we have agreed to your return, you will need to make the arrangements to return it/them, fully insured, via your preferred carrier and in accordance with the returns documentation provided with your order.

It is your responsibility to ensure that goods consigned by you to a third party contract carrier, arrive with us within that carriers terms.

If returned goods are received by us damaged, we will advise you immediately to enable you to advise and claim from your carrier under their terms or your insurance, and provide you with a partial refund credit. If there are parts or accessories missing, or damaged packaging, your refund credit will be reduced to cover any such loss or damage. We will confirm your refund when the item has been received, assessed and fully inspected by our Returns Department.

It is your responsibility to provide us with a proof or return if requested. Failure to do so may result in a refund being declined or reduced.

Do I have to pay to return goods?

If your product has a genuine fault or is damaged you can return it using our free courier service. If you decide you do not want to keep items you have ordered for other reasons they can be returned to us using your preferred carrier and a your cost as detailed above.

Unacceptable returns

If your item turns out to be non-returnable according to these conditions, we reserve the right to send it back to you and charge you for redelivery. Your statutory rights are not affected.

Before returning your goods please:

Pack them carefully in their original packaging. Complete and enclose the returns form which will be provided to you upon your request to return the item(s). Do not enclose further orders or payments with your return.

I have lost my Delivery Note. How do I return goods?

If you have lost your Returns form and need another copy, please contact the Ivor Mairants Musicentre team by email info@ivormairants.co.uk or by phone on 0207 636 1481.

Remember to include the invoice and product codes in your parcel, along with your goods and reason for return.

How long does it take to receive a refund for returned goods?

We will process your refund within 14 days from the date that Ivor Mairants Musicentre receive your goods back.

If proof of return has been requested by us then the 14 days start from the date this is provided and accepted.

What do I do if I find a fault?

If you find a fault on any item don't panic. Let us know what the problem is straight away and we'll do our best to sort things out for you.